Technical Account Manager

SOTI; Ernakulam; On-site; INR 900,000 - 1,500,000; Full time

Job summary

SOTI is seeking a technically adept Enterprise Services professional to nurture Enterprise customer relationships, onboard customers for SOTI MobiControl and another SOTI One Platform product, and deliver quarterly business reviews. You will provide expert technical guidance, coordinate with TAM and support teams, and contribute to knowledge bases and webinars.

The role requires strong networking, SQL knowledge, and excellent communication in English (Hindi a plus), with the ability to train

Qualifications

• 4+ years in advanced technical positions with post-sales or professional services.
• Strong mobility tech knowledge and Android/iOS/Windows OS familiarity.
• Excellent problem solving and analytical abilities.
• Ability to explain complex concepts to various audiences clearly.
• Strong communication and enterprise relationship skills.
• Experience in technical documentation.
• Able to multitask and balance competing requirements.
• Able to train diverse audiences on SOTI software (in person or remote).
• Fluent English; Hindi a plus.
• Self-motivated with minimal supervision.
• Knowledge of networking concepts and Windows Server administration.
• Proficiency in MS SQL for data retrieval.

Responsibilities

• Develop and maintain strong relationships with Enterprise customers (up to ~5,000 licences).
• Build SME knowledge for SOTI MobiControl and another SOTI One Platform product.
• On-board Enterprise customers and establish processes for TAM, admin setup, and regular calls.
• Deliver Quarterly Business Reviews and align product roadmaps with customer needs.
• Provide ad-hoc technical consultancy and timely issue communication.
• Attend TAM/Support sync meetings to resolve/escalate cases.
• Lead RCA for Priority 1 cases and report outcomes to customers.
• Develop and maintain Business Profiles with network diagrams and configurations.
• Contribute to webinars for Premium/Enterprise customers with up-to-date info.
• Conduct Discovery Calls to generate paid Work Orders or free PS hours.
• Gather requirements and relay feedback to back-end team for fixes/enhancements.
• Help document support services in knowledge bases and Jira issues.
• Mentor new hires and assist onboarding in Enterprise/PS teams.
• Participate in SRT Manifest Testing and provide product feedback.

Skills

Mobility tech

Networking concepts

English communication

Enterprise CRM

Tools

Android

iOS

Windows OS

LDAP/AD

MS SQL

TCP/IP

Job description

SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.

Key Responsibilities

• Responsible for developing and maintaining a strong relationship with Enterprise customers (up to an approximate licence device count of 5,000)
• Responsible for developing and maintaining SME-level knowledge for SOTI MobiControl and learning 1 additional SOTI One Platform product to support Enterprise Customers.
• Should on-board Enterprise customers presenting benefits and how to access them, establishing processes for contacting TAM, setting up Administrator, raising cases and setting up regular cadence call.
• Deliver Quarterly Business Reviews including product roadmap (when available) in accordance with customer's requirements.
• Provide ad-hoc technical consultancy, advice and guidance using product and general technical expertise, including the timely communication of potential issues that may cause disruption
• Regularly attend TAM/Support sync meetings to assist and contribute towards the timely resolution/escalation of your customer's support cases.
• Oversee and manage any customer-requested Root Cause Analysis (RCA's) for Priority 1 Cases, maintaining responsibility for the delivery of information back to the customer preventing future reoccurrence.
• Create and maintain Business Profile containing personalised network diagrams, details on the setup and configuration of SOTI One Platform products, specific business use cases that improve understanding and potential for QA prior to assisted or paid upgrades.
• Contribute towards the creation of Webinars on a range of topics to benefit Premium and Enterprise customers, ensuring the sharing of accurate and up to date information designed to provide real business value.
• Undertake Discovery Calls for your Enterprise customers to deliver paid Work Orders, or free PS Hours (if applicable) for all Professional Services SKU's.
• Hold requirement gathering sessions with customers and provide feedback to the back-end software development team to assist in any product fixes, enhancements etc.
• Contribute towards the development and maintenance (or review/approval) of documentation to support the services delivered by SOTI Enterprise and Professional Services,
• Accurately document all initial and sign-off communication to organise Work Orders. Record progress against delivery of service within Work Order, including the amount of time spent on each service delivered for your Enterprise customers.
• Create and maintain Knowledge base documents that may be generated through errors or testing encountered, troubleshooting and research on known issues, as a result of SRT or advised by customer and raised as JIRA (confirmed by Development)
• Take opportunities to become a buddy to help oversee and assist new hires adjust to life in Enterprise and Professional Services.
• Complete necessary SRT Manifest Testing for responsible SOTI One Platform products, attending SME meetings held by Product Managers to provide relevant feedback.

Qualifications

• Minimum 4+ years in advanced technical positions (implementation specialist, technical support, solutions architect), direct customer advocacy and engagement experience in post-sales or professional services functions and working in a complex IT environment
• Strong interest in mobility, solid understanding of leading and emerging mobile technologies along with working knowledge of Android, Apple & Windows Operating Systems
• Excellent problem solving, problem resolution & analytical skills
• A quick learner with the ability to comprehend and explain complex technical concepts to a variety of audiences
• Solid communication skills along with the ability to build and manage relationships with large enterprises
• Experience in technical documentation
• Ability to multitask and balance competing requirements
• Ability to train a variety of audiences on the use of SOTI software (in person or remotely)
• Excellent English verbal and written communication skills and fluency in any other languages (Hindi preferred) are a plus
• Proactive and ability to work with minimal direct supervision
• Robust understanding of Networking concepts and principles (incl. TCP/IP, certificates, SSL/TLS, firewalls & routing)
• Windows Server administration (LDAP/AD, services & troubleshooting)
• Proficiency in MS SQL for data retrieval, filtering, and basic aggregations.